Assistant Store Director, Customer Experience

Saks OFF 5TH is a destination for off-price luxury fashion. Its 12 stores serve primarily as a selling channel for residual inventory from Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman, offering a compelling assortment of high-end designers and everyday favorites at the best prices. Saks OFF 5th is part of Exemplar Luxury Group, the luxury collective uniting coveted brands with unrivaled customer experiences.

Saks OFF 5TH is the premier destination for luxury off-price fashion. In our approximately 100 stores in the U.S. and Canada, and online, at , we offer a compelling assortment of high-end designers and everyday favorites at the best prices. We prioritize a digital-first operating model focused on delivering a superior customer experience. We lead with the customer, empower our team and drive accountability within the business.

We welcome creativity and embrace individuality and think that fashion is the ultimate form of self-expression. Saks OFF 5TH is part of Saks Global’s portfolio of top luxury retail brands and real estate assets.

As the Assistant Store Director, Customer Experience & Workforce Managemen t , you will drive a culture of exceptional service, accountability, and results. You’ll model relationship-based client interactions, lead service recovery efforts, and coach your team on delivering high-touch, personalized experiences that foster loyalty. In partnership with the Store Director, you will use business data and KPIs to inform strategic decisions, optimize workforce planning, and align talent and resources to the highest-impact areas of the business.

Acting as the store’s operational lead in the Store Director’s absence, you will ensure seamless execution, operational excellence, and an elevated customer experience.

• Model and reinforce service behaviors that create exceptional customer experiences and foster loyalty
• Lead resolution of escalated customer issues and trains team on handling service recovery
• Drive a client-first mindset by modeling relationship-based service
• Develop and implement store level clienteling strategies to drive personalized outreach and long term customer engagement
• Make decisions and addresses challenges in absence of store director ensuring smooth operations and maintaining high performance
• Conduct weekly recaps and use data to inform business strategies and prioritize team actions
• Use product knowledge to inform strategic business decisions and coaching
• Monitor program adoption rates and coaches team on best practices
• Build a culture of accountability, setting clear expectations and aligning performance with business goals
• Own workforce management by creating strategic schedules and aligning staffing to business needs and traffic patterns
• Leverage KPIs and business data to adjust tactics and improve future performance
• Balance multiple priorities by aligning time, people and resources to the highest-impact areas
• Act as de facto store leader in the Store Director’s absence, using sound judgment to maintain operations and optimal customer experience

• Proven experience in a leadership role within a customer-focused retail environment
• Strong ability to model, coach, and reinforce relationship-based service behaviors
• Skilled in resolving escalated customer issues and leading service recovery strategies
  
  Demonstrated strength in analyzing business data and KPIs to inform decisions and drive performance
• Experience in creating strategic schedules and aligning staffing to business needs and traffic trends
• Ability to lead through change, balance competing priorities, and manage operations independently when needed
• Excellent communication, coaching, and team development…